topic Activating new sim in SIM cards & Porting

Activating new sim

Johno137 — Thu, 21 Dec 2023 20:39:08 GMT

Hi, my daughter recently had her mobile stolen.

we have received a new phone and sim but unfortunately the sim won’t activate.

I have been online and it says to activate the sim I need the old device and sim handy to receive the activation PIN.

How does she do this without her old phone and sim as obviously it was stolen?

Thanks

Re: Activating new sim

Chris_B — Thu, 21 Dec 2023 21:02:30 GMT

@Johno137 What you are reading is for when you request a replacement sim because the old sim doesn’t fit in to a new device and it’s still within a device you have.
If you requested a replacement sim you need to allow up to 24 hours for the replacement sim to activate try turning the device off/on again a few times as this help the network see the sim. It normally only take around 4-5 hours to activate a sim. If it’s not working by the morning you'll need to call customer services to get it activated.